If in my shoes, What would you do now?
On 2/24/2018 I renewed my Good Sam (National General) insurance policy for the upcoming year as it was due to expire in March, 2018. After payment in full, I received an email confirming my payment. On 2/26/2018 I received an email stating "A new policy document requiring your immediate attention is available online". So I logged into my account to review my policy. I saw where it shows my payment was received, applied to my account and my balance is $0. So I downloaded, then opened the .pdf file containing my cover page and policy so I could print it and have a hard copy with me in case it was ever needed when traveling. On the first page It clearly states that I need to pay the premium or my policy will be cancelled. I became concerned that they applied the money I paid for 2018 but didn't update the status of my policy.
On the website, there's a chat option so I clicked on that to get an explanation and to find out where I could download and print the updated policy for 2018. I waited for "An available agent" for over an hour and finally closed the chat window. Then I called the phone number listed to speak to a representative and got the "All available agents are currently helping other customers. Please stay on the line and your call will be answered in the order in which it was received" standard message, followed by music. I listened to this for more than 90 minutes and finally hung up. So I then replied to the email address that I had received and asked to talk to someone regarding my policy. I provided my name, my phone number and the policy number. Then I logged on here and sent a private message to the Good Sam care team explaining my issue and they responded that they would forward my concern to the Good Sam insurance team and asked me for the best way to contact me. I replied with my phone number and now it's been another two days and I haven't heard anything from anyone. I have no idea if my policy will be cancelled in March or what to do about this problem. I have no way of printing valid policy documents and I have no way to contact the insurance company to get this straightened out. The chat option and phone option continues to be unanswered and I've tried numerous times since 2/26/2018.
If you were me, what action would you take now?
On the website, there's a chat option so I clicked on that to get an explanation and to find out where I could download and print the updated policy for 2018. I waited for "An available agent" for over an hour and finally closed the chat window. Then I called the phone number listed to speak to a representative and got the "All available agents are currently helping other customers. Please stay on the line and your call will be answered in the order in which it was received" standard message, followed by music. I listened to this for more than 90 minutes and finally hung up. So I then replied to the email address that I had received and asked to talk to someone regarding my policy. I provided my name, my phone number and the policy number. Then I logged on here and sent a private message to the Good Sam care team explaining my issue and they responded that they would forward my concern to the Good Sam insurance team and asked me for the best way to contact me. I replied with my phone number and now it's been another two days and I haven't heard anything from anyone. I have no idea if my policy will be cancelled in March or what to do about this problem. I have no way of printing valid policy documents and I have no way to contact the insurance company to get this straightened out. The chat option and phone option continues to be unanswered and I've tried numerous times since 2/26/2018.
If you were me, what action would you take now?
